Customer Success Manager
Boxtrot Chicago Full-time
About Boxtrot:
Boxtrot is a rapidly growing 3PL (third-party logistics) startup, now in our fourth year of operations. We pride ourselves on delivering exceptional logistics solutions for our clients, and we’re committed to building a dynamic, innovative environment for our team.As we continue to expand, we’re looking for a Customer Service Manager who will play a key role in ensuring our customers’ success and satisfaction.
Position Overview:
The Customer Service Manager will be based in our warehouse and will provide outstanding support to customers via Slack and email. Although the position is largely desk-based (about 80%), there will be occasional hands-on responsibilities that require time on the warehouse floor.A background in 3PL operations is highly preferred, along with experience using Shiphero or another Warehouse Management System (WMS).
Key Responsibilities:
- Serve as the primary point of contact for customers, responding to inquiries and troubleshooting issues via Slack and email.
- Coordinate with internal teams (warehouse staff, operations, and leadership) to resolve customer concerns and ensure on-time order fulfillment.
- Develop and maintain strong relationships with customers, proactively identifying opportunities to improve their experience.
- Monitor and analyze customer metrics (order accuracy, delivery times, etc.) to drive continuous improvement in service quality.
- Provide training and guidance to junior team members regarding customer service best practices, company policies, and operational workflows.
- Occasionally assist with hands-on tasks in the warehouse to gain a deeper understanding of operations and proactively address any logistical challenges.
- 2+ years of experience in a customer-facing role, preferably within a 3PL, logistics, or warehousing environment.
- Familiarity with Shiphero or similar Warehouse Management Systems (WMS) is strongly preferred.
- Strong problem-solving skills, with an ability to manage multiple tasks and priorities in a fast-paced startup environment.
- Excellent communication skills (both written and verbal), with a customer-focused mindset.
- Ability to work both independently and collaboratively with cross-functional teams.
- Demonstrated ability to remain calm and professional when handling challenging customer situations.
- $65,000 – $75,000 per year, commensurate with experience.
- Performance-based bonuses.
- Opportunities for professional growth and career development.
- Collaborative, fast-paced startup environment with a supportive team culture.
- 401k, PTO & Paid sick time
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